In an era where AI is everywhere, the real opportunity isn’t just to deploy new tools—but to reimagine how we work. This dynamic panel brings together leaders at the intersection of artificial intelligence, service delivery, and workforce transformation to explore how financial institutions can modernize operating models without losing the human touch.

We’ll discuss how CX and operations teams are using emerging tech—like sentiment AI, interaction analytics, and agent copilots—not as blanket solutions, but as targeted tools to enhance both client and employee experiences. Hear how brands are evolving the contact center from a cost center into a value engine, building automation that adapts to regional nuances, and training agents to be tech collaborators and experience designers.

Topics we’ll explore include:

Moving from service models to value centers in the age of AI.

Operationalizing automation while creating “six-star” or "white glove" service moments.

Cultural nuance in global support automation.

Skill development and workforce transformation for long-term impact.

Avoiding past mistakes of tech-led transformations—offshoring, over-automation.

Crafting a business-led, client-first AI strategy—not a CFO-first one.

Join us for a conversation that cuts through the hype, offering pragmatic insight into building AI-enabled, human-centered CX strategies that future-proof your business—and raise the bar for service.